OfficeDocsPro: Support

Account / Purchasing FAQs

How do I access my Free Upgrades?

Log-in to your account, free upgrades are automatically added to your account. If you would like to move up a level you can purchase Pro packages at a reduced price through the upgrades tab.

I bought a theme but I'm unable find it in My Account.

The most common reason for this is that you purchased the theme under a different OfficeDocsPro ID. If this is the case just let us know what it is and we will be happy to merge multiple accounts under one ID.

I double ordered or I ordered the wrong thing, what can I do?

Please, please check your cart carefully before sending payment. However, if you have ordered the wrong theme or accidentally ordered an incorrect quantity, please do not download the items - we cannot offer refunds on downloaded items. Contact Customer Support with the details of your order and we'll look into it immediately.

I have lost or forgotten my password.

Directly beneath the OfficeDocsPro ID log-in box is a link that reads "* Forgot your Password?" This will take you to our password recovery system.

My account says that I have no downloads available, but I need to download my files again.

Each license purchased for each theme enables you to download the theme package 2 (two) times. After downloading the file twice, you'll need to contact Customer Support to request an extension on your account's download quota - just click on the Request button that appears when a file has gone over this limit, and Customer Support will tend to it as soon as your request is approved.

We do this for two reasons: 1) It's a fairly un-intrusive anti-piracy measure. Setting the download limit at two downloads-per-license allows the vast majority of our customers to take delivery of their files without notice of an imposed limit, and prevents unsavory users from passing out their address and download credentials around to the world at large.
Closely related to 2): It helps to conserve bandwidth, so that download speeds and responsiveness are adequately high for all our customers.

My credit card account is showing multiple holds or declines and I am concerned or I know my card is good.

Holds- The charges you're seeing are holds, issued against the card during pre-authorization, prior to the more thorough AVS authorization - so since no charges will be fed through matching those transaction numbers those charges/holds will disappear - usually within a day or so depending on the default window your issuer has set up to issue an auto-void.

Declines-- AVS declines in the merchant gateway are often a result of address provided not matching what card issuer has on file - your card issuer may need a nudge to push out any info that's been updated in the last few months.

We have no control over what our Gateway declines or accepts.

Download / Installation FAQs

I am getting Network Timed-Out errors.

This is usually symptomatic of general network congestion - we suggest you try your download again (failed downloads do not count toward your download limit). Contact Customer Support with the details if you continue to experience issues.

My account says that I have no downloads available, but I need to download my files again.

Each license purchased for each theme enables you to download the theme package 2 (two) times. After downloading the file twice, you'll need to contact Customer Support to request an extension on your account's download quota - just click on the Request button that appears when a file has gone over this limit, and Customer Support will tend to it as soon as your request is approved.

We do this for two reasons: 1) It's a fairly un-intrusive anti-piracy measure. Setting the download limit at two downloads-per-license allows the vast majority of our customers to take delivery of their files without notice of an imposed limit, and prevents unsavory users from passing out their address and download credentials around to the world at large.
Closely related to 2): It helps to conserve bandwidth, so that download speeds and responsiveness are adequately high for all our customers.

Website FAQs

Can I use PayPal to pay for products?

PayPal is available as an alternate form of payment in the Checkout process - click on the Use PayPal button to the right of the Credit Card types and we'll transfer you to PayPal to complete your order. Orders processed with PayPal may be subject to delayed download availability due to network conditions or other factors at PayPal that might delay notice of a completed transaction from being delivered to our servers.

Where can I find the Imagery / Photos used on website?

We use iStockPhoto.com extensively. iStockPhoto images are inexpensive, very good quality, and actively support independent photographers. We do not include photos as part of our theme packages for several reasons (ultimately, to do so would drive up the cost of the themes to the benefit of a relative few), but if you'd like to use one of the images you've seen on our site in your own presentation, we've made it easy.

Sign in to Your Account, and navigate to the Theme Library page for the theme in question - Stock Photo References, when available for Royalty-Free use, will be listed at the bottom of the page. iStockPhoto images are noted by name and hyperlinked.

Where do I log in? How do I access my purchases?

At the top of each page on our site is a link to "Your Account". It is on the far right side as part of the header graphic with a lock icon beside it. From here, you can securely log-in to your account and access and purchases you have made as well as Upgrades and Updates.

Policies FAQs

What is your refund policy?

Refunds are provided only for non-downloaded products, excepting cases in which multiple copies of a single item have been erroneously purchased. A store credit or exchange may be offered instead of a refund at the discretion of OfficeDocsPro. You can view all our sales policies at http://www.officedocspro.com/policies/index.html#sales